Match Document Document Title
9036802 System and method for avoiding hold times on a telephone call  
A method and system including receiving a communication from a source, the communication including a request to connect to a destination, connecting, via a communication link, to the destination,...
9036808 Methods and systems for data transfer and campaign management  
An online and offline communication processing and tracking using data processing and data/voice networks is described. A phone address from a phone address number pool is automatically assigned...
9025761 Method and apparatus for assessing the status of work waiting for service  
The present invention provides a system and method for assessing the status of work waiting for service in a work queue or a work pool. Work items are placed in the work queue or work pool and...
9025756 Loyalty structured call routing system  
A context-based call routing architecture includes an interactive voice recognition device configured to processes incoming voice telephone calls through automatic voice recognition. A customer...
9020139 Interactive voice response system and method with common interface and intelligent agent monitoring  
A modular interactive voice recognition (“IVR”) overlay system and a method of processing calls. The system provides an application server, a plurality of agent workstations and a graphical user...
9020136 System and method for blended PSTN and computer network customer support interactions  
The present disclosure includes a system and method for blended telephone network and computer network customer support interactions. The system may include a web server, one or more controllers,...
9020132 Contact center agent filtering and relevancy ranking  
Methods and systems for supporting the monitoring and control of an automatic call distribution system are provided. In particular, a ranked list of candidate agents that can be assigned to handle...
9020133 Call occupancy management  
A device may receive a history of call volumes and statistics for a call queue. The device may also receive, for each of a number of agents that are associated with the call queue, a work...
9001992 System and method to connect a call  
Disclosed are systems and methods to connect a call. The systems and methods provide techniques to receive a call from a caller and determine a calf path for the call. The call path is used to...
8995645 System, method, and computer readable medium for routing an agent to a preferred communications platform in order to receive a customer call  
A system and method for routing an agent to a preferred communications platform in order to receive a customer call. The system may include a web server call notification module that receives an...
8971863 Location-based call center filtering  
A device may receive a request for a service call and location information associated with a user device, and may determine an address of a customer, associated with the user device, based on the...
8971520 Method for optimizing skill assignment in call center agent applications  
The present invention relates to the assignment of calls to groups of call handlers in a call center environment. According to certain aspects, the present invention achieves an optimal balance...
8971516 Unified recovery system communication history tracking for payments in arrears  
Embodiments of the invention are directed to a system, method, or computer program product for providing a unified representation of all customer relationships with an entity. This representation...
8958538 Customer callback reward system and method  
A system, method and non-transitory computer readable medium including computer-executable instructions for handling calls. In an exemplary method of the disclosure, it may be determined whether a...
8923504 Systems and methods for requesting a communication  
Embodiments disclose systems and methods for requesting a communication. A method may include receiving, at a computing device, a first input that corresponds to a request for one or more phone...
8917856 Call center system and call service implementation method thereof  
The present invention discloses a call center system and a call service implementation method thereof, wherein in the system, a Web access device is used for logging on an instant messaging server...
8917859 Outbound dialing solutions for MPS IVR  
A system and method for automated communication to at least one end user. In one example, a system includes an interactive voice response (IVR) platform and a decision engine for creating a...
8917852 Agent-centric processing of prioritized outbound contact lists  
Outbound contact records for a contact center can be arranged as an ordered list reflecting a priority for reaching a party during defined time periods. For each time period, the corresponding...
8917860 Methods and systems for processing and managing communications  
An online and offline communication processing and tracking using data processing and data/voice networks is described. A phone address from a phone address number pool is automatically assigned...
8913735 Method and apparatus for network-intelligence-determined identity or persona  
A method and apparatus is presented for enabling an agent to assume the identity or persona of a called party and process calls directed to the called party. In one embodiment, methods, which...
8903079 Routing callers from a set of callers based on caller data  
Methods and systems are provided for routing callers to agents in a call-center routing environment. An exemplary method includes pooling incoming callers, and causing a caller from the pool of...
8903080 Goal-based estimated wait time  
A contact center is described along with various methods and mechanisms for administering the same. The contact center proposed herein provides the ability to, among other things, determine an...
8897439 Providing agent availability for an outdial application  
A system, method, and computer readable medium for utilizing agent availability by an outdial application are provided. A routine may be periodically run by an outdial server that evaluates agent...
8886156 Method and apparatus for using mobility information to select profiles in network systems  
In one embodiment, a method includes obtaining mobility information associated with a remote device. The mobility information indicates whether the remote device is approximately stationary. The...
8885813 Call queuing for location-aware mobile devices  
A mobile device can be assigned to an extension configured as a Queue Agent (“QA”) in a call-queuing enabled virtual private branch exchange (vPBX). This and other mobile or fixed devices can be...
8879718 Distributed event delivery  
A distributed method of delivering events to agent devices. A first software module generates an event, e.g., a screen pop event or a ringing event, for delivery to a second module responsible for...
8873738 Controlling hold queue position adjustment  
A computer system detects a call from a caller at a hold queue, wherein an identity of the caller is authenticated according to a voice identity of the caller. The computer system accesses a...
8873739 Instant message contact management in a contact center  
The present invention is directed to a method for servicing a transaction in a contact center. When an instant message communication associated with a transaction is suspended prematurely, special...
8873737 Routing communication sessions in a contact center  
A system for routing communication sessions between a contact and an agent of a contact center is disclosed. The system is arranged to simultaneously connect more than one contact to an agent of...
8867734 Functionality during a hold period prior to a customer-service video conference  
Embodiments of the invention are directed to systems, methods and computer program products for providing functionality to users during a hold period prior to conducting a customer-service video...
8855292 Agent-enabled queue bypass to agent  
A contact center is provided that has (a) a database 114 operable to contain customer records; (b) a plurality of agent communication devices 134-1 to -N corresponding to a plurality of agents;...
8848898 System and method for automated call distribution  
Aspects of systems and methods for maintaining and operating agent nodes are provided. In some embodiments, calls, contacts, and other work units may be routed to individual customer service...
8842820 Enhanced contact center architecture to support agent resource optimization  
Routing communications at a communications center includes servicing a first communication concurrently with receiving a second communication, at the communications center. It is determined, using...
8842821 Systems and methods of using machine translation in contact handling systems  
Methods and apparatus for facilitation communication between a customer requesting accommodation of a particular language and an available agent not proficient in the particular language through...
8837709 Distributed hardware/software system for managing agent status in a communication center  
An agent presence application for monitoring target agent resources and rendering agent states to subscribing applications is provided. The presence application has at least one first portion for...
8832307 Telephony system, connection control method, connection control device and recording medium  
When a connection control device determines that the connection control device is in a congested state, based on whether a usage of at least one of hardware resources necessary for call processing...
8831205 Intelligent communication routing  
A system and method for communicating in a communication network, comprising presenting a communication comprising data over a communications network to a router, said router being adapted to...
8824664 System and method for controlling lifespan of interaction requests  
An apparatus for controlling lifespan of interaction requests includes a processor and a memory, the memory storing instructions that when executed by the processor cause the processor to detect...
8824663 System, method, and computer program product for detecting redundancies in information provided by customers in a customer service system  
The present invention provides a system, method, and computer program product for automatically detecting any unnecessary repetition by customers of specific types of information in a...
8824662 Method and apparatus for interfacing a customer with a call center  
A method for interfacing a customer with a call center. Information obtained from a Radio Frequency Identification (RFID) tag is transmitted to the call center to provide additional information...
8824655 Routing inbound communications across call centers and the like  
Communications within a communication management network are routed according to a dynamic scorecard routing method in which communication routing decision attributes of communication route...
8818849 Methods and apparatus to provide incentives to deflect callers to websites  
Methods and apparatus to provide incentives to deflect callers to websites are disclosed. Example methods disclosed herein to deflect a caller to a webpage include receiving a call from the...
8817968 Short message service (SMS) response and interpretation application  
A message processing application may receive at least one inquiry message from a user device in the form or a text message, email or other communication message format. The message may be received...
8818843 Methods and apparatus to determine when to deflect callers to websites  
Methods and apparatus to determine when to deflect callers to websites are disclosed. Example methods disclosed herein to deflect a caller to a webpage include receiving a call from the caller,...
8811595 Systems and methods for distributing remote technical support via a centralized service  
The solution described herein provides an innovative use of remote services technology integrated with service personnel onsite at the point of service, such as a consumer repair outlet, to...
8804944 Systems and methods for queuing incoming call within interactive voice response(IVR) system  
A system, method, and computer-usable medium are disclosed for improved processing of calls within an interactive voice response (IVR) system. An inbound call comprising a call origination...
8792866 Communication device for establishing call back  
A mobile communication device is provided for enabling a user to establish an automated call back from a communication system, such as a call center, for example. A software device application...
8781105 Methods and systems for processing and managing communications  
An online and offline communication processing and tracking using data processing and data/voice networks is described. A phone address from a phone address number pool is automatically assigned...
8774387 System and method for avoiding hold times on a telephone call  
A method and system including receiving a communication from a source, the communication including a request to connect to a destination, connecting, via a communication link, to the destination,...
8774394 System and method for eliminating hold time in a telecommunications network  
A method and system for managing requests in a hold queue and the responses thereto are described. By providing a management system for handling requests in a call queue, a requesting party may be...